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Your agents deal with multiple windows, multiple channels, and multiple applications. They waste precious minutes searching for answers across post-it notes, lengthy manuals, and multiple content systems. The inefficiencies of such swivel-chair integrations lead beyond just customer frustration. Join us to learn how the Service Cloud delivers an industry-leading, multi-channel agent console that is intuitive, configurable, and built from the ground up for high volume case management.
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The Next Generation Multi-
Channel Agent Console
Channel Agnostic Case Management
Gautam Vasudev, salesforce.com, Product Manager
@Gautam_Vasudev
http://www.linkedin.com/in/gautamvasudev
Safe harbor
Safe harbor statement under the Private Securities Litigation Reform Act of 1995:
This presentation may contain forward-looking statements that involve risks, uncertainties, and assumptions. If any such uncertainties
materialize or if any of the assumptions proves incorrect, the results of salesforce.com, inc. could differ materially from the results expressed or
implied by the forward-looking statements we make. All statements other than statements of historical fact could be deemed forward-looking,
including any projections of product or service availability, subscriber growth, earnings, revenues, or other financial items and any statements
regarding strategies or plans of management for future operations, statements of belief, any statements concerning new, planned, or upgraded
services or technology developments and customer contracts or use of our services.
The risks and uncertainties referred to above include – but are not limited to – risks associated with developing and delivering new functionality
for our service, new products and services, our new business model, our past operating losses, possible fluctuations in our operating results
and rate of growth, interruptions or delays in our Web hosting, breach of our security measures, the outcome of intellectual property and other
litigation, risks associated with possible mergers and acquisitions, the immature market in which we operate, our relatively limited operating
history, our ability to expand, retain, and motivate our employees and manage our growth, new releases of our service and successful
customer deployment, our limited history reselling non-salesforce.com products, and utilization and selling to larger enterprise customers.
Further information on potential factors that could affect the financial results of salesforce.com, inc. is included in our annual report on Form 10-
Q for the most recent fiscal quarter ended July 31, 2012. This documents and others containing important disclosures are available on the SEC
Filings section of the Investor Information section of our Web site.
Any unreleased services or features referenced in this or other presentations, press releases or public statements are not currently available
and may not be delivered on time or at all. Customers who purchase our services should make the purchase decisions based upon features
that are currently available. Salesforce.com, inc. assumes no obligation and does not intend to update these forward-looking statements.
Agenda
• The Console Design
Philosophy
• The Multi-Channel Agent –
Why we talk about it…
• The Multi-Channel Console
• Future Capabilities
• Beyond Case Management
The Console Design Philosophy
Configurable Agent
Experience
Push
Information, Action
UI and Component Framework
Context
Relevant, Timely, Sufficient
3rd Party Application &
Data Integration
Integrate Channel Solutions
Why are channel agnostic
interactions key?
Bobby Buntin
Manager, Deloitte Consulting LLP
@BobbyBuntin
All about Deloitte
Deloitte is the world’s largest private professional services
organization with US$26.6 billion revenue in FY 2009/2010.
Deloitte has approximately 170,000 people spread across
150 locations worldwide.
More than 80 Certified Service Cloud Consultants spread across US, EMEA
and Asia (300 Salesforce certified practitioners globally)
Strong relationship with key technology partners in service cloud ecosystem
such as ServiceMax, Boomi, Radian6, BigMachines, and InContact
Experienced practitioners with Global Contact Center expertise, strong
Salseforce.com implementation track record, and knowledge of service
industry best practices
Evolution to “Omnichannel” Customers are evolving to communicate through multiple channels simultaneously
• Metrics measured by
channel
• Emphasis on deflection
• Chat agents then direct customer
to call 1-800-Call-Center
• Fragmented experience for
customers
• Consumers interact via web,
mobile, voice simultaneously
• Distinctions between channels
fade and metrics by channel prove
elusive
• Focus on customer experience
• Company’s channel siloes must be
reduced
The Past :
Silo Channels
The Present :
Multi-Channel
The Future :
Omnichannel
• Customer experience
inconsistent among
channels
Most interactions start in a low efficacy channel and build as the conversation gets more complex.
Agents must be able to move with the customer among the channels.
Web Web Web Web
Chat Chat
Email Voice
Voice Email Web Web
Understand the Common Channel Progressions
Chat
Voice Voice
Video /
Co-
Browse
Mobile
App
“What are your firm’s three (3) most important customer service goals over the next 12 months?”
1%3%
3%
3%
3%
5%
7%
9%
11%
12%
14%
14%
16%
3%
5%
5%
9%
2%
1%
12%
7%
7%
14%
12%
15%
10%
3%
7%
5%
9%
2%
6%
7%
11%
9%
15%
13%
5%
8%
Offer social customer service, using for example Twitter ofFacebook
Offer additional communication channels (ex. email, chat) toexisting customers
Improve the phone self-service (IVR) customer serviceexperience
Offer a mobile customer service.
Catch up to the competition
Improve the store/branch customer service experience
Create a competitive advantage
Offer expanded products to increase revenue potential
Improve the profitability of customers
Improve the online/web customer service
Reduce the costs of servicing customers
Improve the cross-channel customer service experience
Improve the experience of interacting with customer serviceagents
1 2 3
Base: 152 North American Customer Service decision-makers
Source: A commissioned study conducted by Forrester Consulting on behalf of salesforce.com, July 2012
Companies focusing on the multi-channel experience
“What are the main measurements of success for your customer service operations?" (Select your top 5)
Base: 152 North American Customer Service decision-makers
Source: A commissioned study conducted by Forrester Consulting on behalf of salesforce.com, July 2012
Customer Satisfaction is the Leading Metric
Support cost and operational complexity increases with every channel supported. Start simple and
only add when there is a strong business reason.
Web Web
• Video
• SMS
• Mobile App
• Social Media
Evolution of Channel Support
Typical Channel Evolution
Opera
tional C
om
ple
xity
Web
Chat
Voice
Others
Web
Chat
Voice
Web
Chat
Evolution to “Omnichannel”
Source: http://catchwordbranding.com
Unhappy
Customers
Difficult to Delight Your Customers Today
Disconnected systems
Multiple knowledge
bases
No support for social
No support for mobile
Multiple service screens
No single knowledge source
Not connected to back-office
No collaboration
No context
Not personalized
Slow, inaccurate answers
Low quality of interaction
Inconsistent Service Across
Channels Poor Customer Experiences Low Agent
Productivity
92% Companies
reported decline
in customer
satisfaction
54% Agents must use
multiple sources to
answer customer
inquiries
86% Customers stop
doing business after
one negative
interaction
Grow Customer Satisfaction with Service Cloud
+34% Customer
Satisfaction
Cloud . Mobile . Social
Amazing Customer
Experiences
+28% Increase in customer
retention
Outstanding Multi-
Channel Service
+37% Increase in first
contact resolution
Higher Agent
Productivity
+36% Higher agent
productivity
Source: Salesforce.com Customer Relationship Survey conducted March, 2012, by an independent third-party, MarketTools Inc., on 5,500+ customers randomly selected.
The Multi-Channel Console
Available Channels
• Logging Interactions
• Case Feed
The Multi-Channel Console
Demo
The Multi-Channel Console
Available Channels
• Logging Interactions
• Case Feed
The Multi-Channel Console
Available Channels
• Logging Interactions
• Case Feed
The Multi-Channel Console
Available Channels
• Logging Interactions
• Case Feed
The Multi-Channel Console
Available Channels
• Logging Interactions
• Case Feed
The Multi-Channel Console
Available Channels
• Logging Interactions
• Case Feed
The Multi-Channel Console
Available Channels
• Logging Interactions
• Case Feed
The Multi-Channel Console
Available Channels
• Logging Interactions
• Case Feed
Future Capabilities
• Next Generation
Console
• Open CTI
• Presence
Future Capabilities
Beyond Case Management
• What are the right channels for your business
• The Console in Contact Centers
Nathan Becker
Executive Director – Solutions Management
YP
YP is North America’s largest local
search, media and advertising company
YP Local Ad Network:
76 Million uniques monthly (10 million on mobile)
18 Million listings
500,000+ Advertisers
5,000+ Sales Force
300+ Publishers
Sources: 1) Sales Force Ranking from Gordon Borrell, Borrell Associates, Feb 2011 2) YELLOWPAGES.COM, comScore Top 2000 Web Domains Report, June 2011 3) 38B Impressions Based on AT&T Interactive Internal Reporting of Free and Paid Business Listing Impressions Across Entire YP Local Ad Network in 2010 4) Run Rate Revenue Based on AT&T Interactive Internal Reporting 5) Local Business Listings Based on AT&T Interactive Internal Reporting 6) Monthly Unique Visitors Based on YP.COM Network, comScore, June 2011 7) Publisher Sites and Apps Figure Based on AT&T Interactive Internal Reporting 8) Sales Presence Figure Based on AT&T Interactive Internal Reporting
• Customer since 2004
• 20+ Apps across many Sales, Service, Operations,
Publishing, and Finance channels.
• 2600 Salesforce users – 5700 by Q2
• 660 Portal users
• 148 Custom objects, 180 VF pages, 360 Dashboards…
• 15 integrated external systems
• Move telesales to the Cloud - replace on premise system
• Rapid fire dialing
• Balance effective preview time with high volume calls
• All in one place - Customer vitals, dialing, dispositions
• CTI call control
• Guided (forced) action - disposition before moving next
• Flexible process config for Campaign Admins
• Preview time
• Time before recalling
• Call and preview limits
• Measure everything
Cloud Console for Telesales Objectives
Campaign Admin
Campaign Admin
Campaign Admin
Cloud Console for the
Account Executive
Cloud Console for the
Account Executive
Cloud Console for the
Account Executive
Cloud Console for the
Account Executive
Cloud Console for the
Account Executive
Cloud Console for the
Account Executive
• Integrated proposal and product performance apps
• Auto dialing
• Cloud CTI
• Omni channel focus on customer experience
Cloud Console Future
Lauren Hsu, Shrikant Zile, Emilio Castillo, Sayeed Faruki, Kathryn Lanee, Vishal Mehta, Sarah
Khakhayev, Holly Lite, Shane Moore, Katie Eck, Maureen Spray, Ann Lee, Ravi Ravichandran,
Denise Belotti, Fay Lung …
Shout outs
We are hiring! Join our team!
Director of Product Management
CRM Solution Developers/Admins
Software Engineers/Architects
Technical Product Managers/Designers
Visit the
Live Call Center
Gautam Vasudev
Product Manager,
@Gautam_Vasudev
Bobby Buntin
Manager, Deloitte Consulting
LLP
@BobbyBuntin
Nathan Becker
Executive Director –
Solutions Management, YP
A big thanks to the Agent Experience Team!
Pinned List Views
CTI 4.0
Push Notifications
Contextual Detail Components
Suggested Knowledge
Integration Toolkit JavaScript API
Navigation Tab
Highlight Panel
Interaction Log
Hot Keys
Push Notification API
Cross Domain JavaScript API
Personalization
Open CTI
Live Agent
Global Event Model, Application Components
Contextual Workspace Components
Bookmark-able URLs
Custom Logos
2011 2012
Pinned List Views
CTI 4.0
Push Notifications
Contextual Detail Components
Suggested Knowledge
Integration Toolkit JavaScript API
Navigation Tab
Highlight Panel
Interaction Log
Hot Keys
Push Notification API
Cross Domain JavaScript API
Personalization
Open CTI
Live Agent
Global Event Model, Application Components
Contextual Workspace Components
Bookmark-able URLs
Custom Logos
2011 2012
To learn more, visit our blog site -
http://wiki.developerforce.com/page/DevelopingWithSer
viceAndSupport#The_Service_Cloud_Console
